Beyond the Help DeskGetting ahead of the game

Mihaela Damian

Dan Sexton

11th July 2013

CSCS > School of Clinical Medicine > University of Cambridge

Table of Content

1. CSCS Business

2. Why Service Desk

3. How we did it - Project Approach

4. Billing Functionality close-up

5. Self-Service

6. Talking figures – stats and feedback

D

Our Business

Clinical School Computing Service (CSCS)

Provide computing services and support for Departments in School of Clinical Medicine and affiliated research groups, and other University departments

Support up to 3000 users

3 teams

Support team - 1st and 2nd line support

Core team – 3rd line support and infrastructure development

Development team - specialist services and software development

D

CSCS Business ModelD

Technology before Nov 2012 Multiple MS Access databases – to record assets, users and charges

Manually collated charges into a monthly invoice statement

Separate call logging system

Cost recovery model Charging for the individual services used by individual assets and

users

Service income used for staff salaries and infrastructure development

Why implement a Service Management system?

Goals

D

Accuracy: increase transparency and eliminate errors associated with manual intervention

Efficiency: automated and detailed reports to customers

Improvement: improve service provision by adopting Industry

Standards and best practice

Simplicity: merge all charging databases into a single system

Why implement a Service Management system?

Key Objectives

Scalable, adaptable, able to deal with current and future business complexities

Charging system to integrate with call logging system

Auditable, transparent and accurate

D

Project Approach

Mandate: “Repair the Billing Database”

1. Analysed business needs, strengths and weaknesses

2. Analysed CSCS processes, staff procedures, legacy technology

3. Conclusion: review ALL impacted applications, processes, procedures

How do others do it?

What’s out there?

What would work for us?

Chose solution

Phased it out

DID IT

M

Before Nov 2012

Billing & User

Database

MS Access database

Asset Repository

MS Access database

Helpdesk Software

ASP

CUFS Central Univ.

Finance

Oracle

Active Directory

M

New Integrated Service Management Solution

Integrated Service

ManagementTechnology

Customers

People

Procedures &

Standards

Processes

Incident Management

Service Request

Charging

Users & Assets

M

Improvements

*Process automation

*Self-service

Service Management

*Billing Functionality

Service Catalogue

Transfer Data & Retire legacy systems

Incident Management & Dashboards

CMDB data structure

July 2013Feb 2012

Functionality to deliver M

Billing Functionality

Object Relationships

Customer Groups < - > Users < - > Services & Charges

Customer Groups < - > Assets < - > Services & Charges

Output:

To customers – monthly automatic email:

Summary Service Charges Report (PDF)

Detailed Report (CSV)

To CSCS Accounts:

Summary Service Charges Report (PDF)

Billing report to CSCS Accounts

M

Billing Functionality - Database Design Close-up M

Billing Functionality - Sample Summary Report M

Sample Detailed ReportBilling Functionality - Sample Detailed Report M

Billing Functionality – New Features

Work in progress:

Benefits: Business intelligence

Trends analysis

Proactive planning

Next:

Billing reports generated

Automatically

Invoices in CUFS

Manually !Billing reports generated

Automatically

Invoices in CUFS

Automatically

Billing Database Integrate with CUFS

Benefits:Efficiency

Accuracy

M

Customer Self-Service plans

Customer Portal to:

Log incidents

Subscribe to CSCS services

Authorisation request process

Automatically create incidents and request entries in system

View incident and service request statuses

Show major scheduled work

(Update own record)

M

Lessons Learnt

Be realistic with your requirements

Use supplier knowledge to speed up work

Look outside the box – find talents and use them!

Don’t delay tasks – some might take longer than initially thought

Invest in training user experts and involve them directly in configuring the system

BE AGILE – listen, plan & action timely!

M

The Benefits of an Integrated Service DeskD

My DashboardD

Statistics and ReportsD

Request by SourceD

Incidents by Source

Post Launch Feedback

Alison, CSCS Accounts Team: "I can now go through the incidents twice as fast than in the old

system. We have to integrate with CUFS!”

Dan, Technical Support Analyst:“Landesk has made me more efficient at my job. It’s great for

managing multiple tickets and makes it easy to see when you are waiting to hear back from a customer, need to schedule a job or even pass a job to a colleague”

Trish, Faculty Administrator:"I can now see exactly what we are paying for, and who owning what

equipment in the School. Also, the electronic charges report is making my life so much easier!"

D

Thank you!

Project Manager

Business Requirements :Incidents,Dashboards, Service Request

Design & Implementation :Service Requests Training Procedures

Data Quality

CSCS leader 2 = Champion / Product Owner

CSCS leader 3 / LANDesk: Design & implementation: CMDB & data transfer

CSCS leader 4 / LANDesk: Infrastructure & Implementation (Incidents, Dashboards, Billing)

TestersChange management team

Project Board

LANDesk team Project support

Infrastructure Team

Project Organisation - revisited

Delivered

Delivered

Billing

CM windows

S Request CMDB struct Transfer Data

Cleanse & Filter

legacy data

Collect new data

Define catalogue

CI x CGChange to W console

Workshop (LD)

Build

Reallocate resources

Define

Build

Workshop (LD )to Design CMDB

structure

Build

ALL DATA IN

Incidents

Define Design Build

Re-build in Windows console

Data check

Design/Build

END Phase 1

Re-prioritise

Delay S Requests

Build Improve

Build

Move legacy DB on SQL server

Go To Phase 1B

Retire old Billing DB

Retire old Asset DB

Project Path

Incidents

Service Request

s

Build Test Train & Deploy

Delivered

END Phase 2

Retire old Helpdesk

To Be Continued

Project Path